Mukesh Gupta

I currently work for SAP as Customer advocate. In this capacity, I am responsible to ensure that the voice of the customer is being heard and play the bridge between customers and SAP. Prior to joining SAP, I have worked with different organizations serving in different functions like customer service, logistics, production planning & sales, marketing and business development functions. I was also the founder-CEO of a start-up called "Innovative Enterprises". The venture was in the retail & distribution business. I blog at http://rmukeshgupta.com.

In their developer conference, Samsung revealed (partially) a working prototype of a tablet that can be folded into a phone.
Tablet or a phone – A matter of framing:
While everyone around the world is calling it a “foldable phone”, I would ...

Every leader talks about the importance of innovation to their business. In public, every leader talks about how they and their teams are at the fore front of innovation. In private, the very same leaders confess that they are nowhere near the level of...

I was facilitating a group of senior leaders who were tasked with leading the innovation effort in their respective organization and started the facilitation with the simple yet profound question –
“How do you define innovation?”.
The best answer I’v...

Shiru café looks like any other coffee shop. But the similarities end there. If you were to go to the café for some hard earned caffeine, the chances are that you will be refused your caffeine unless you are either a student or a teaching staff at a un...

We have all at some point in time talked about or heard about the growth of the gig economy and how this could potentially be the future of work. While the number of people participating in the gig economy has been on a growth path, their ability to ea...

I came across this interesting read on Quartz.com. The post is about a farm in Iceland where the entire barn is automated.
Here are some quotes from the article.
When one of their cows wants to be milked, she walks to the center of the barn to one of ...

When we think about productivity at work, we need to think beyond ourselves. As they say, as a team we are as strong or as productive as the weakest link on our team. This translates to the fact that if someone on our team is not doing their best work,...

One thing that follows us all day around is the need to make decisions. Right from the time we wake up to the time that we go to sleep, we keep making decisions, one after the other. Some of these decisions are simple and don’t impact our lives much, w...

As leaders, the way we behave when we are alone or amongst a group is always noticed by everyone around and has an impact whether we like it or not and whether it is intentional or not. So, it is better to be intentional about the kind of impact that w...

Lawyers have known all along that the way word their question to a witness, determines the response they get from the witness. They have used this practical knowledge for decades to both right the wrongs and wrong some rights.
In a research paper...

In a recent study it was found that an estimated 11 percent of the working adult population was composed of full-time freelancers in 2016, and more than one-third of the entire population had freelanced at some point. What’s more, 86 percent of contrac...

The Announcements
We have recently had a lot of announcements around businesses deciding not to use plastic straws as they wreck havoc on the environment specially on marine lives.
And many more. All of this is action is in part a response to a social ...

I came across this very interesting post by John Hagel, where he brings up a very interesting topic, one that I feel strongly about – Digital Transformation.
It appears that you can not go through a corporate presentation or a CxO presentation without ...

When we are working on a complex problem and are stuck, one the best ways to find inspiration to unstuck ourselves is to move away from our regular environment where we got stuck to a different novel environment.
Here is a great post from IDEO universi...

One of the decisions that every business needs to make, in order to continue to grow is to put in place processes that can provide enough stability, predictability and consistency of experience. Without the right processes, the growth is chaotic ...

One of the things that almost everyone of us does is to optimize. We optimise our time, our money and at times even our relationships. We want maximum efficiency in almost everything that we do. In organisations, we compensate sales guys on sales made,...

I read this post that shared the fact that in the previous quarter, Apple sold more watches than all Swiss watch makers put together. I personally think that this is a pivot point in the watch industry and there is a lot that other entrenched players c...

It is a well-known fact that one of the best ways to generate new leads for a business is by asking for referrals. However, not all referrals are created equal.
Here are some tips to get the best possible referrals and get so good at it that you can be...

It was April of 1976. It was one of those evenings when Gary Dahl, an advertising professional was having beer with his friends. His friends were going on and on complaining about their pets. In jest, he remarked that he had no complains about his pet....

One way that small businesses can continue to be not only relevant but in some ways even compete (or out-compete the large competitors) is through obsessing about their customers and creating meaningful experiences for them.
Marketing can play a very i...

To deliver a great customer experience, you must first do the work of ensuring your employees are empowered to deliver on your vision. See how our community platform is designed to shape an ecosystem of knowledge between decision makers and the front line, ensuring greater ROI on your CX program.

Today, experiences are won or lost in the moment they occur. Learn how brands can take advantage of new ways (mobile apps, messaging, connected devices, and more) to engage with customers in real-time to turn a live experience into an opportunity to proactively improve.

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

[11/29/2018]
From the phone to Alexa, consumers expect brands to be ready for them anytime, anywhere. New research with 2,000 US adult consumers reveals what prompts one consumer to pick up a phone, while others to use social media to engage with a brand.

Are your Customer Experience efforts stalled or struggling to show benefits that the CFO will understand? Get the secrets to CX success plus tips on how to deal with common roadblocks and how to use maturity modeling to know where to focus your attention.